Customer Engagement Analyst; On-site

Kaplan Early Learning Company is growing and seeks to hire a Customer Engagement Analyst (On-site).

For over 50 years, Kaplan Early Learning Company has been a champion for children. From our research-based curricula to enriching classroom environments and innovative technology solutions, Kaplan's products and services inspire a lifelong love of learning in children and educators. At Kaplan, we come to work every day knowing that we are making an impact on children, families, and educators not only in our local communities, but around the world!

We are a national leader in the early childhood educational market, and we remain focused on what makes our organization different - Our People! If you are looking to join an organization where your talents are recognized, we're the team to join. It's often said when you join the Kaplan team you never want to leave - so prepare yourself to partner with a passionate staff who celebrates an average tenure of 15 plus years!

Incumbent will work independently to support and drive our sales growth initiative, profitability, and our commitment to quality customer service by focusing on evaluating, auditing customer requirements and our ability to meet those needs as efficiently as possible. The position will contribute to the overall success and profitable growth of the company by evaluating customer order requirements and product inventory status to effectively identify substitutions, will assist with labor assignments, status confirmations, order status, and delivery requirements of K‑trucks or Special Delivery Orders while communicating between service, Traffic, the customer, and the sales representative.

The staff member is charged with partnering with internal departments, primarily those that are customer‑facing, to develop and drive execution plans for customer engagement success with Merchandising, Playground, Sales, Purchasing, Customer Support, and Operations to ensure customer requirements are executed against and met. Additionally, the incumbent will create and provide an analysis of various reports to ensure company leadership is informed and kept up to date on key performance indicators.

Includes responsibility to audit individual employees' adherence to processes and procedures, identifying agents for additional training opportunities.

Job

Hours:

Monday - Friday 8:00AM - 5:00PM (On‑site)

• Independently monitor and record customer requirements in our systems to proactively ensure customer satisfaction, support sales, and help customer service agents meet those requirements.
• Analyze data and directly partner with Merchandising, Purchasing, Customer Support, and Operations regarding customer feedback, percentage of order completions, special attention follow‑ups, attendance, phone reports, and execution against correct processes.
• Serve as a specialist in k‑truck deliveries, working to ensure delivery needs are met with temporary labor, install specialists, and order fulfillment.
• Develop and maintain comprehensive knowledge of Hubspot, People Soft, and other software to create improved processes as identified.
• Develop and maintain comprehensive knowledge of specific order requirements and guidelines, including customer account knowledge.
• Proactively identify agents who need remedial or enhanced training in daily duties.
• Ensure appropriate information is communicated to Customer Support staff members for appropriate customer action.
• Explore, identify, and make recommendations to create more efficient procedures and communication in customer engagements.
• Collaborate with internal departments, establish, and lead meetings to discuss/propose areas of enhancement or alternative strategies that drive customer loyalty and internal excellence. Assist management in driving implementation and successful outcomes.
• Collaborate with management on special projects to drive exceptional customer engagements.

• Degree preferred.
• 5+ years of related experience in B2B client services or a customer service leadership role working with internal/external customers.
• Comprehensive industry‑specific knowledge…